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Customer backlash against bad service
Growing gap between promised and delivered experience
 Images.com / Corbis After getting nowhere with the call center, some customers are sending "e-mail carpet bombs" to the C-suite, cc-ing the top layer of management with their complaints. |
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In the annals of customer service, 2007 will go down as the year fed-up consumers finally dropped the hammer. In August a 76-year-old retired nurse named Mona Shaw smashed up a keyboard and a telephone in a Manassas, Va., Comcast office after she says the cable operator failed to install her service properly. During her first visit to the branch outlet, the AARP secretary says she was left sitting on a bench in the hallway for two hours waiting for a manager. She returned, armed with a hammer, and let loose the rallying cry "Have I got your attention now?" Afterward, she was arrested, fined $345, and became a media sensation, capturing the hearts of frustrated consumers everywhere. (Says Comcast: "We apologize for any customer service issues that Ms. Shaw experienced.")
Three months earlier, in May, Michael Whitford uploaded a video in which he chooses among a golf club, an ax, and a sword before deciding on a sledgehammer as his weapon of choice for bashing his nonfunctioning Macbook to smithereens. In the video, Whitford, a systems engineer from Chandler, Ariz., says that Apple declined to cover the repair under warranty, citing damage from a spilled liquid. More than 340,000 people have viewed the black-and-white smash-up on YouTube. Whitford, whom BusinessWeek was not able to reach for comment, denies in the video that he spilled anything. In early July, he wrote on his blog that Apple had replaced his laptop. "I'm very happy now," he wrote. "Apple has regained my loyalty."
Meet today's consumer vigilantes. Even if they're not all wielding hammers, many are arming themselves with video cameras, computer keyboards, and mobile devices to launch their own personal forms of insurrection. Frustrated by the usual fix-it options — obediently waiting on hold with Bangalore, gamely chatting online with a scripted robot — more consumers are rebelling against company-prescribed service channels. After getting nowhere with the call center, they're sending "e-mail carpet bombs" to the C-suite, cc-ing the top layer of management with their complaints. When all else fails, a plucky few are going straight to the top after uncovering direct numbers to executive customer-service teams not easily found by mere mortals.
And of course, they're filling up the Web with blogs and videos, leaving behind venom-spewed tales of woe. "There's a certain degree of extremism that's popping up, [a sense of] I'm going to get results, whatever means necessary,'" says Pete Blackshaw, executive vice-president of Nielsen Online Strategic Services, which measures consumer-generated media. "Companies can brush these off as being atypical, mutant consumers, or they can say there's a very important insight in [their] emotions."
Behind the guerrilla tactics is a growing disconnect between the experience companies promise and customers' perceptions of what they actually get. Consumers already pushed to the brink by evaporating home equity, job insecurity, and rising prices are more apt to snap when hit with long hold times and impenetrable phone trees. Just ask those who responded to our second annual ranking of the best companies for customer service, which uses data from J.D. Power & Associates. The average service scores for the brands in our study dipped slightly this year, and about two-thirds of the names that were in both years' studies were lower. (Like BusinessWeek, J.D. Power is owned by The McGraw-Hill Companies.)
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Empowered customers
A swell of corporate distrust — exacerbated by high executive pay, accounting lapses, and the offshoring of jobs — has people feeling more at odds with companies than ever before. "[That] has a visceral effect on how customers approach more day-to-day transactions," says Scott Broetzmann, president of Alexandria, Va., Customer Care Measurement & Consulting. Meanwhile, he says, companies are responding with tighter return policies and increased focus on potential fraud. "You'd have to go back a long way to see the kind of acrimony that you're seeing now."
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Technology is aiding the uprising, empowering consumers to do much more to make themselves heard. Now, with the proliferation of online video, they can be seen as well. "You could only get the point across so much with text," says Blackshaw. "As soon as you start adding sight, sound, and motion, you've got a whole other level of [emotion]." More consumers are equipped with mobile Web devices that can find executive e-mail addresses and phone numbers anytime, from any place. At the same time, customer angst sites are no longer just shouting "YourCompanySucks" into the cyberdarkness, but acting as gathering spots for sharing call-center secrets and trouble-shooting tips. And as the audience for more blogs and social-media sites such as Digg reach critical mass, it's easier than ever for consumers to wallpaper the Web with their customer-service nightmares.
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